British Gas to change cancellation policy on service contractWhich? contact makes British Gas change contract

01 May 2011

British Gas will change the cancellation terms of one of its service documents, after Which? found it broke rules around cancelling contracts agreed at home.

For many contracts made in the home you get seven days to cancel the agreement. Importantly, suppliers must give you an address to write to if you change your mind during this time. 

But a British Gas contract for work on replacing a gas fire, given to Which? by a Which? Legal Service lawyer, only included a phone number that you had to call to get the address. 

British Gas pledges to change contract

Which? told British Gas that this contract had cancellation terms that were in breach of regulations. British Gas said that it used to give the addresses of all its regional service centres, but removed them after customers said it was difficult to work out the right one to contact.

But it acknowledged that some people would be uncomfortable calling to cancel, so it would now supply all the addresses and the engineer will mark the correct one on the cancellation notice.

Find out how to save money on your energy bills with handy Which? money saving tips. You can also find out how British Gas compares to competitors such as Npower and Eon in our survey of energy satisfaction.

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